No rooms were available when...

Liked: I was able to get a refund -- eventually, after 2 weeks
Disliked: After a flight connection cancellation, I booked a room at this property around 11 pm while in line at the airlline's service desk, paying in full for the night. I immediately sent the property a message noting I would not be arriving before 1 pm, but this message bounced back with a response saying that it was too late for the property to take messages and grant requests.When I arrive at the property at 1 am, all rooms are gone. The lady at the desk, matter-of-fact states there's nothing she can do for me and doesn't even try to provide advice or support about where to find alternative accommodation. She was unsympathetic to my request for a refund, referring me to booking.com. A couple sitting in the lobby experienced the same problem. Luckily, we all found rooms in a motel 300 feet away. It's hard for me to know if this was a problem with the property, with booking.com, or both, but something went wrong, and it should be fixed. This was an exceptional night with dozens of cancelled flights, yet it's disappointing that (1) the property did not honor a fully paid room. (2) My message about my expected time of arrival could not get through (3) I understand there may have been desperate people/families before me in need for an accomodation with an empty room that may not have ever been occupied. Things can happen. But in this case, the least you can do is to let me know in advance that I will not find a room so I have more time to find an alternative accommodation and avoid an un-necessary, and expensive trip to the hotel. Finally, it took some time, two weeks to be precise to, eventually get a refund from booking.com. A button to contact customer service should not be hidden behind several clicks.